From Email address is wrong

[samran]

Hi,

We have subscribed SupportSuite 3.00.32 from Jan onwards. Today i upgraded to 3.00.90. The problem is exisiting even after upgrading. I don't report it as a bug. I may be wrong in setting up things correctly.

We have 8 departments starting from General, sales, tech, internal ...

We have 8 more staffs. Some assigned to specific departments and the admins have access to all departments.

We have Email Queue for General Department using support@samrantech.com. Also, in Email Queue, in the option of queue override From Email ->
If specified, All outgoing emails under this queue will have their "From Email" replaced with the entered value, i have the value of support@samrantech.com.

But, whenever a staff replies, the reply goes from the staff's email ID, NOT from support@samrantech.com

What we want is it does't matter who replies to the ticket at any department. All the replies should be from support@samrantech.com

Can anyone help me in this regard? any help would be greatly appreciated.

[Roger Clark]

This belongs in the General Discussion forum.

[Neil-UKWSD]

Hi,

You need to create a queue for each department (use a fake domain for the queue email address on each as it needs to be unique) then set the from address to your support@samrantech.com email address.

[MadLuka]

Is this a new thing? I have convinced myself I had this working without the fake queues, and all staff replies to tickets in whichever department went out with the correct email address.

[mindfly]

This has been a major pain for us as well. We end up with a ticket started, and the eventual resolution never ends up with the ticket as the client ends up responding to an e-mail from a support staff personal e-mail.

Pretty useless if we have to go back and look at an old ticket.

[tbenoit]

Any update on this?

We're a fairly new installation of SupportSuite and some of the ticket replies get sent out using the Queue's email address, while others are sent out using our tech's email address (meaning the ticket doesn't get updated when the client replies)?

I haven't been able to do a lot of testing, but it just happened again earlier today. Maybe it's got something to do with Kayako Mobile (that's what I used earlier when I had the issue, but I don't know if it's always been that app)?

[ephost]

I have the same issue. It seems to happen only when I reply from the PDA interface or from the Pocket PC App though. I don't get them at my personal email address so I haven't tried replying from there.

I have two departments, each with their own queue, and a different email address from each one (same domain though). Other than that it works fine.

It's becoming a huge hassle.

[AndyW]

Is there a bug report of this ?

[dotboost]

this is fixed in UNSTABLE 3.10., just installed and working fine.

[sinnatissen]

I got the same problem. My staff is very frustrated

[supportskins]

Can you please confirm if atleast 1 email queue is assigned to the department in which the ticket has been created in or replied from? In absence of an email queue, the software will use the replying staff's profile address as the from address.

[Corbets]

I'm looking at this issue as well and can't seem to set up the auto-replacement for the from address.

My situation: our web and email hosting provider will only relay email for our registered address. Therefore, I want all outgoing email to come from this address. I do not want to change each staff user's address, as that would remove my ability to email them from the system.

How do I do this? I've set up mail parser queues for each department, and configured them with the correct address, but as I understand it, those are only for incoming email. How do I modify all outgoing email?

Thanks!
Lance